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Strategic Planning Importance
Themes from SOAR Analysis◦ Employees◦ Commissioners
Proposed Updated Strategic Plan ◦ Core Values◦ Strategic Priorities
Next Steps
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Direction
Decision-Making
Establishing Priorities
Continuous Improvement
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OPPORTUNITIES
STRENGTHS
• Quality product• Water resources• Care about customers• AAA bond rating• Talented & diverse workforce• Proactive leadership• Teamwork
ASPIRATIONS
• Innovation across Commission• Alternate revenue sources • Efficient & documented processes• Better collaboration across depts.• Proactive asset management• Environmental champion• More name recognition• Smart meters
RESULTS
• Technology – paperless, biosolids• Diversify product portfolio• Expand area - Bowie/Rockville• Partner with colleges & utilities• Make better use of data• Career growth for staff
• Meeting expectations of customers and stakeholders
• Meeting performance targets • Employees feel sense of purpose• Hiring new college grads• Succession planning implemented• Utilities seek WSSC for guidance
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OPPORTUNITIES
STRENGTHS
• No water quality violations • H20 people – experienced,
dedicated, passionate• Large population in two counties• Good water supply• Outreach to customers• Strong leadership
ASPIRATIONS
• All customers can afford water• Replaced the oldest/least reliable
pipes as budget permits• Smart meters• Customers aware bottled water is
unregulated• Protect against cyber threats
RESULTS
• More focus on innovation• Business development• Artificial intelligence• Sustainability/green energy• Technology• Partner with academic institutions
• Consistently happy customers and stakeholders
• Counties approve budget at rate requested, fully addresses needs
• Reduce rates & affordable for all• Minimal pipe breaks in winter• Attract the best & brightest• Sought after expertise
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EMPLOYEES
• Innovation needs to pop out more• The priorities are too wordy• People in the field don’t relate to some of the priorities• Make all the priorities aspirational (two are status quo)• Show employees how everyone connects to the Strategic Plan
COMMISSIONERS
• Innovation as a value or strategic priority or both• Priority too wordy and not relatable – “Protect Our People,
Infrastructure, Systems and Resources”• Make employee safety more prominent
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Mission Vision Core Values
Strategic Priorities
Guiding Principles
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Core Value D e f i n i t i o n
Accountability We are responsible employees who are accountable and take our actions seriously
Cost Effectiveness We balance cost and benefit in our daily actions to achieve optimal value for our customers
EnvironmentalStewardship
We continuously enhance and protect natural resources and the environment for the health of future generations
Excellence We achieve the highest level of quality, safety, and productivity, demonstrating excellence and innovation in providing world class service to everyone
Transparency We conduct ourselves with integrity and transparency
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Accountability We are responsible employees who are accountable and conduct ourselves with integrity and transparency
Collaboration We work as a team across the Commission to fulfill the needs of our customers
EnvironmentalStewardship
We continuously enhance and protect natural resources and the environment for the health of future generations
Excellence We achieve the highest level of quality, safety, productivity, and cost-effectiveness, demonstrating world class service to everyone
Innovation We promote creativity to improve our products, processes and services
Now includes transparency
New
New
Now includes cost-effectiveness
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Strategic Priority Definition
Enhance Customer Experience and Community Engagement
Deliver an excellent customer experience and enhance community engagement through proactive communication, strategic partnerships and providing exceptional products and services
Improve Infrastructure Plan, invest in, and renew our infrastructure to provide future generations with a sustainable system through innovative, cost effective technology and world class asset management
Achieve Business Process Excellence and Maintain Financial Stability
Achieve financial stability through an improved rate structure and improved business processes that drive performance and obtain cost-effective business outcomes
Protect our People,Infrastructure, Systems and Resources
Protect our community, employees and business through safe practices, mission-oriented security, proactive planning, emergency preparedness and effective risk management and resilience strategies
Inspire Employee Engagement
Inspire and motivate employees by making WSSC a great place to work, thrive and serve.
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Strategic Priority Objectives
Enhance Customer Experience and Community Engagement
• Deliver Safe, Reliable and Consistent Service• Responsiveness to Customer Queries• Be a Good Citizen Within Our Communities
Improve Infrastructure • Achieve Industry-Leading Reliability and Asset Integrity
Achieve Business Process Excellence and Maintain Financial Stability
• Improve Operations and Maintenance Efficiency• Improve Fixed Asset Utilization• Improve Financial Process Efficiency
Protect Our People,Infrastructure, Systems and Resources
• Resolve and Learn from Past Incidents• Maintain Best-in-Class Operating Environment Safety for Employees• Plan Proactively with Community Stakeholders
Inspire Employee Engagement
• Acquire the Best People• Retain Top Performers• Develop and Grow Talent
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Strategic Priority Objectives
Enhance Customer Experience
• Deliver Safe, Reliable and Consistent Service• Responsiveness to Customer Queries• Be a Good Citizen Within Our Communities
Improve Infrastructure • Achieve Industry-Leading Reliability and Asset Integrity
Wisely Spend Customer Dollars
• Improve Operations and Maintenance Efficiency• Improve Fixed Asset Utilization• Improve Financial Process Efficiency
Protect Our Resources• Resolve and Learn from Past Incidents• Maintain Best-in-Class Operating Environment Safety for Employees• Plan Proactively with Community Stakeholders
Transform Employee Engagement
• Acquire the Best People• Retain Top Performers• Develop and Grow Talent
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• Introduce Innovation as a core value• Introduce Collaboration as a core value• Accountability core value now includes Transparency in definition• Excellence core value now includes Cost-Effectiveness in definition
CORE VALUES
STRATEGIC PRIORITIES
• Replace definitions with objectives
• Shorten names to:Enhance Customer ExperienceImprove InfrastructureWisely Spend Customer DollarsProtect Our ResourcesTransform Employee Engagement
To be THE world-class water utility, where excellent products and services are always on tap.
VISION
We are entrusted by our community to provide safe and
reliable water, life’s most precious resource, and return
clean water to our environment, all in an ethical, sustainable, and financially responsible manner.
STRATEGIC PRIORITIESMISSION
CORE VALUES
InnovationAccountability ExcellenceEnvironmental StewardshipCollaboration
GUIDING PRINCIPLES
Simplify Focus Connect
Improve Infrastructure
Wisely Spend Customer
Dollars
Protect Our Resources
Transform Employee
Engagement
Enhance Customer Experience
WSSC STRATEGIC PLAN (PROPOSED)
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Incorporate feedback from today’s work session
Present revised plan to Commissioners for review and approval (June)
Employee communication on Strategic Plan (August)
Update Commissioner KPI Dashboard to reflect revised Strategic Plan (September)